Learn how to succeed in your role as a service desk agent.
How do permissions for the knowledge base work in next-gen projects?
A knowledge base uses a combination of global, space, and page permissions to figure out who can view and create articles. You can change these permissions if you don't want customers to find certain articles in the help center.
To change permissions for who can view, write, or edit articles, go to Project settings () > Knowledge base. Permissions can be set in the Access section.
Permission options are:
Everyone with access to your service desk can view articles without a Confluence license. (If you want to share knowledge base articles with your customer, this is the best option.)
Only licensed Confluence users who have access to the space can view articles.
Write and edit articles
To write and edit articles, you must have a Confluence licence and permission to author articles in your linked knowledge base.
To check Confluence licences:
Go Settings () > User management.
Find the user, then under Actions click Show details.
In the Access section, if Confluence is toggled on then the user has a Confluence licence.
To check permissions for writing and editing articles in Confluence:
From your service desk project, go to Project settings () > Knowledge base.
In the Authoring section, click space permissions.
If a user or group has a for Add under Pages, they have permission to author articles.
Restrict article access
If your knowledge base contains articles for both your team and customers, you can use Confluence page permissions to hide articles from customers.
For example, you can create a Confluence group for your team, then restrict internal articles to this group. They won't appear in the help center, but your team can still read them while they work on issues.
Articles that the customer can't view are marked with a red padlock.
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